The Lead Customer Service Representative is responsible for overseeing the daily operations of the customer service team. This role includes handling customer inquiries, resolving complex issues, mentoring and training junior staff, and ensuring high levels of customer satisfaction. The ideal candidate will have strong problem-solving skills, a commitment to excellent customer service, and experience in a leadership role.

Key Responsibilities:

• Supervise and provide guidance to the customer service team, ensuring they meet performance targets and deliver exceptional service.
• Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
• Monitor and assess team performance through key metrics, and report on customer service trends and areas for improvement.
• Train and mentor new customer service representatives, ensuring they understand company policies and procedures.
• Collaborate with other departments, such as sales and operations, to ensure a seamless customer experience.
• Develop and implement customer service policies, procedures, and best practices.
• Manage scheduling and workload distribution to ensure efficient operation of the customer service team.
• Conduct regular team meetings to discuss updates, share best practices, and address any concerns.
• Maintain accurate records of customer interactions, feedback, and service issues.
• Stay updated on industry trends and best practices to continually improve customer service processes.